Share your feedback – complaints, compliments and suggestions

Hunter New England Health welcomes your feedback so we can better understand what is working well and what we need to do to improve our services.

There are a number of ways you can tell us about your experience.

  • Speak directly to the staff members involved in your care.  They can address your concerns on the spot. If a staff member is unable to assist you, please ask to speak with a manager.
  • Call the hospital or health service. If you would prefer not to speak to a staff member in person, call the hospital or health service involved and ask to speak to a manager from the ward/department/unit where you were being cared for. Visit our Facilities page for phone numbers for each of our hospitals/services.
  • Call the feedback line. The feedback line is attended during business hours, Monday to Friday from 8.30am to 5pm on 1800 605 172. You can call this number if you aren’t sure how to contact the facility or if you aren’t sure where to send your feedback. Our friendly staff will help put you in touch with the right person to help you with your concerns. We also like to hear compliments via the feedback line!
  • Write to Hunter New England Health. You can complete an online feedback form or print and complete our printable feedback form and return it to:

    Hunter New England Health
    Strategic Relations and Communication
    Locked Bag 1
    New Lambton NSW 2305

Useful numbers

Oral Health Contact Centre: 1300 651 625 (dental appointments and information regarding oral health services)

John Hunter Hospital switchboard: 4921 3000

HNE Health Accounts Payable: 1300 883 965

IPTAAS (Isolated Patients Travel and Accommodation Assistance Scheme): 1800 478 227

Healthshare: 1300 679 367 (Enable NSW, food services, Stafflink, Non-Emergency Patient Transport, employee details/pay enquiries) - http://www.healthshare.nsw.gov.au/

Population Health: Newcastle - 4924 6499, Tamworth- 6764 8000 and Taree - 6515 1853

Mental Health Line: 1800 011 511 (24-hour telephone access service)

What to expect from us

You can be assured that we will treat your feedback and personal information confidentially. We will only use your name and any other identifying information to investigate your care. You can remain anonymous, but this means we will be unable to provide you with a response. Regardless, all feedback is passed on and carefully considered. Your future care and treatment will not be affected in any way as a result of providing feedback.

Timeframe for response

If you provide contact details we will acknowledge your feedback and we aim to resolve complaints within 35 days. If your concern is more complex it may take longer and if this is the case, we will contact you to let you know.

Dissatisfied with the way your feedback was handled?

If you feel your concern has not been managed appropriately, you can:

Further independent advice

If you feel Hunter New England Health has not managed your concerns appropriately, you can contact the following organisations, which are independent of HNE Health:

Health Care Complaints Commission
Locked Mail Bag 18
Strawberry Hills NSW 2012
Email: hccc@hccc.nsw.gov.au
Toll free: 1800 043 159

NSW Ombudsman
Toll free: 1800 451 524
Email: nswombo@ombo.nsw.gov.au

Information & Privacy Commission
Ph: 1800 472 679
Email: ipcinfo@ipc.nsw.gov.au

Compliments

If you have received care or attention that has exceeded your expectations, please let us know. We will make sure your appreciation reaches the staff member/s involved.

To make a compliment you can:

Interpreter services

If you require an interpreter service, you can ask a staff member or call 4924 6285.